* Managed the day-to-day operations of a primary care healthcare facility serving 27,000+ patients. * Harmonized health service planning to ensure effective and efficient clinic operations. * Optimized schedules for 50+ physicians, interdisciplinary team members, and clinic programs. * Results-driven performance management, program development, and accurate data outcome analysis. * Planned and organized team events for social functions, conferences, and workshops. * Responsible for team onboarding, facility operations, building management, equipment, devices, and supply levels. * Computer software expertise including Microsoft Office (Excel, Word, PowerPoint), Practice Solutions EMR, Cerner, Meditech, and healthcare web portals such as eHealth ONE ID, Clinical Connect, and Telehealth Ontario. * Liaison for government and community agencies, to enhance system integration and facilitate partnerships. Adapted role with clinic growth, taking on the additional duties of Information Systems Manager (2007), Ontario Telemedicine Network Coordinator (2007), Health Outcomes Assessor (2012), Education Coordinator (2012), and Privacy Officer (2015).Notable achievements:* Committee Lead for Preventive Health Screening, Information Systems, Health and Safety, Continuing Medical Education, and the Social Committee. Influenced the development of 20+ new clinic programs including Diabetes Management, Ocular Health Screening, and Mental Health Services. * Human Resources expertise in recruitment, employee engagement, conflict resolution, and performance management. Onboarded new team members (and 300+ medical students) with hands-on training in clinic operation, computer systems, and office equipment. Responded to a gap in staff education needs and created manuals for office policies, standards and procedures.

Responsible for clinic scheduling assistance, liaison between the Executive Director and administration team, training, coordination and management of intra-departmental matters, and involvement in continuing staff development.Notable achievements:* Responsible for the implementation of IT systems and the development of IT protocols. Identified flaws with paper specialist referral tracking and launched a streamlined electronic specialist referral system. This succeeded in increasing workflow efficiency and reducing clerical error incidents.* Clinic Lead for the Quality Improvement and Innovation Partnership (2008-2010). Championed improvement strategies in office workflow redesign and chronic disease clinic management. One component was the creation of a registry to identify eligible patients for colorectal cancer screening.* Clinic Lead for the Queen’s University developed Healthcare Team Effectiveness Program (2010). The initiative helped to cultivate a multi-disciplinary, collaborative approach to care. Advanced team function led to improved patient outcomes in programs, such as hypertension management.* Introduced access efficiencies, which resulted in a 63% reduction of patient wait for care time. This accomplishment was recognized in the Ontario Health Quality Council’s “2009 Report on Ontario’s Health System” publication.

Responsible for maintaining clinic, coordinating services, and ensuring quality patient care. Advanced medical terminology proficiency, clear and courteous telephone manner, and organized multi-tasker. Duties included: accurately and efficiently processing patient registration, appointment bookings, health record management, meticulous data entry, referral tracking, patient billing, and delivery of outstanding customer service.

Contract PositionResponsible for direct physician administrative support, medical transcription, and maintaining office flow.

Contract PositionResponsible for record maintenance, scheduling, and general clerical support.